Helpdesk senior associate -ITSM

NTT DATA North America; Bengaluru; Hybrid; INR 520,000 - 860,000; Full time

Benefits offered by this job

Competitive Salary

Benefits

Job summary

A global IT services provider in Bengaluru is seeking a Helpdesk Senior Associate – ITSM to provide technical assistance and support to users. The role involves managing customer interactions, diagnosing problems, and ensuring maximum uptime for users. Candidates should possess technical qualifications, excellent communication skills, and a strong problem-solving ability. This position offers a competitive salary and benefits with a hybrid working model.

Qualifications

• University education preferred, technical degree or Microsoft certifications.
• Experience in Hybrid IT support.
• Fluency in English.
• Ability to work shifts.

Responsibilities

• Manage customer interactions & record reported issues in ITSM.
• Identify issues, apply fixes, and investigate root causes.
• Provide technical guidance in prioritizing and resolving problems.
• Screen, refer, and diagnose inquiries relating to PC maintenance.
• Liaise between customers and departments to resolve system problems.

Skills

Technical degree or Microsoft certifications

Microsoft Operating Systems administration

Hybrid IT support experience

Problem solving and troubleshooting skills

Excellent communication skills

Fluency in English

Flexibility to work shifts

Education

University education or technical degree

Microsoft certifications

Job description

Req ID: 348834. NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward‑thinking organization, apply now.

We are currently seeking a Helpdesk Senior Associate – ITSM to join our team in Bangalore, Karnataka, India. Senior Service Desk Associate (English). Location: India – Hybrid working (Office and Remote). Competitive Salary & Benefits.

Role Overview

The Service Desk Senior Associate advises and assists users over the phone, chat, and email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes and procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

• Manages customer interactions & records reported issues in the ITSM.
• Identifies issues, applies fixes and investigates root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e‑mail.
• Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance.
• Acts as a liaison between customers and departments within the organization to ensure all online system problems are resolved accurately and timely.

Key Skills

• Ideally university education, preferably a technical degree, or Microsoft certifications.
• Awareness of Microsoft Operating Systems local and Hybrid administration and Microsoft Office family applications.
• Experience providing Hybrid IT support.
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills.
• Excellent communication and customer service skills.
• Fluency in English.
• Flexibility to work shifts if required.

EEO Statement

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you’d like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.